I went straight to NPS-style survey metrics and then kind of stalled.
Start by clarifying the goal: measuring agent satisfaction with Redfin Mortgage is about understanding whether the mortgage service helps agents close deals faster and easier, not just whether agents like it. Then propose a mix of quantitative metrics (e.g., usage, conversion, NPS) and qualitative feedback (e.g., interviews, surveys), and suggest segmenting by agent tenure, region, and performance to uncover actionable insights.
Pro tip: Tie satisfaction to business outcomes like deal velocity and agent retention, and recommend a closed-loop process where feedback directly informs product improvements—this shows you think like an owner, not just an analyst.
Clarify what 'satisfaction' means for agents: is it ease of use, speed of pre-approval, competitive rates, or impact on their commission? Align with stakeholders on the definition.
Select metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), adoption rate, referral rate, and time-to-close. Also track business outcomes such as mortgage attach rate and agent retention.
Conduct surveys, interviews, and focus groups with agents to understand pain points and delights. Use open-ended questions to capture nuances not visible in metrics.
Break down data by agent tenure, region, performance level, and loan type to identify patterns. Compare satisfaction across segments to prioritize improvements.
Share findings with product and engineering teams, implement changes, and re-measure to track progress. Communicate actions back to agents to build trust.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.